Bad night at hotel - pursue or forget?
Discussion
Had a good week last week so Monday night decided to treat my gf to a night at a nearby country house hotel. I'd stayed there >10 times but she hasn't so told her how lovely it is. Obviously she was happy at the prospect.
Problem was the room had an old style lock and key which was jammed. We called staff and they struggled to open the door. Every time we wanted to go out we had to go through the same hassle to get the door open. One of the staff said we'd move you to another room but we're full tonight. We both smoke, obviously smoking isn't allowed in the room so we had to go outside exacerbating the problem of getting back in.
She got more pissed off by this than me and we ended up leaving at 1am. The property was lovely in every other respect, such a shame it was ruined by this issue. When we left the night manager verified the issue for himself was very apologetic and said the general manager would call me next day to discuss appropriate recompense. He didn't call. Put a call in late yesterday which wasn't returned. Aside from the room cost we had a significant bar/food bill making it an expensive (half) night. Seems ridiculous that a high end hotel is too tight to replace a f
ked lock. I'm assuming this problem did not just happen to arise right before we checked in.
Not sure if I'm being unreasonable but I want to pursue this or should I just forget it?
Problem was the room had an old style lock and key which was jammed. We called staff and they struggled to open the door. Every time we wanted to go out we had to go through the same hassle to get the door open. One of the staff said we'd move you to another room but we're full tonight. We both smoke, obviously smoking isn't allowed in the room so we had to go outside exacerbating the problem of getting back in.
She got more pissed off by this than me and we ended up leaving at 1am. The property was lovely in every other respect, such a shame it was ruined by this issue. When we left the night manager verified the issue for himself was very apologetic and said the general manager would call me next day to discuss appropriate recompense. He didn't call. Put a call in late yesterday which wasn't returned. Aside from the room cost we had a significant bar/food bill making it an expensive (half) night. Seems ridiculous that a high end hotel is too tight to replace a f
ked lock. I'm assuming this problem did not just happen to arise right before we checked in.Not sure if I'm being unreasonable but I want to pursue this or should I just forget it?
I'd ask for a refund, or complimentary stay.
They'd sold you a room. Being able to enter and leave the room independently without hotel staff is arguably an implied term. Fitness for purpose in hospitality services is far from my area of expertise (I probably wouldn't pursue it legally anyway tbh).
Stay civil, objective, concise, and reasonable. Put in writing what happened (facts only). Kindly ask for a refund or replacement stay for free.
If they say yes, great.
If they say no - post the whole conversation online.
Edit: Fitness for purpose doesn't seem to apply as far as Services are concerned - but there is an obligation to provide with reasonable care and skill.
If the hotel room genuinely couldn't be exited without help, and this constituted a fire risk, then you'd have a good case for a refund.
I'd probably have videod the issue when there. If you haven't, when initially emailing you may want to consider how you phrase what you want; if aiming for refund I'd consider asking in two parts - the first a casual correspondence reminding them who you are and what happened (with the aim of getting them to confirm your account in writing), and the second to ask for rectification- with the fallback being consumer rights with their confirmation as your evidence of what happened.
Depends if you can be bothered to play that game or not.
They'd sold you a room. Being able to enter and leave the room independently without hotel staff is arguably an implied term. Fitness for purpose in hospitality services is far from my area of expertise (I probably wouldn't pursue it legally anyway tbh).
Stay civil, objective, concise, and reasonable. Put in writing what happened (facts only). Kindly ask for a refund or replacement stay for free.
If they say yes, great.
If they say no - post the whole conversation online.
Edit: Fitness for purpose doesn't seem to apply as far as Services are concerned - but there is an obligation to provide with reasonable care and skill.
If the hotel room genuinely couldn't be exited without help, and this constituted a fire risk, then you'd have a good case for a refund.
I'd probably have videod the issue when there. If you haven't, when initially emailing you may want to consider how you phrase what you want; if aiming for refund I'd consider asking in two parts - the first a casual correspondence reminding them who you are and what happened (with the aim of getting them to confirm your account in writing), and the second to ask for rectification- with the fallback being consumer rights with their confirmation as your evidence of what happened.
Depends if you can be bothered to play that game or not.
Edited by Previous on Wednesday 27th September 12:00
The hotel will do absolutely anything they possibly can to not refund you the room fee. If you'd have stayed, they'd probably offer you free dinner/drinks/spa/experience/e.t.c. but they won't give you a full or partial refund you the room fee without working really fking hard to get it.
I doubt you'd get very far dealing with it remotely. So if you want your money back, you need to raise the issue with your credit card company if you used one for booking.
king hard to get it.I doubt you'd get very far dealing with it remotely. So if you want your money back, you need to raise the issue with your credit card company if you used one for booking.
Seems a little odd to leave at 1am, how many more times before breakfast were you going to leave the room?
Frankly I'd had smoked (if I smoked) out the window.
As has already been mentioned getting anything is going to be a struggle remotely, I've had very little luck with these things once you've left the front desk where most places aren't keen on 'shouty guests'
The best course of action if the emails fall on deaf ears is to go to the 'socials'
Frankly I'd had smoked (if I smoked) out the window.
As has already been mentioned getting anything is going to be a struggle remotely, I've had very little luck with these things once you've left the front desk where most places aren't keen on 'shouty guests'
The best course of action if the emails fall on deaf ears is to go to the 'socials'
bristolbaron said:
Wanting to go out because you smoke is one thing, but the bigger issue is fire safety. They shouldn’t have allowed you to stay in a room you can’t evacuate - Id escalate it.
This is the real angle to go after - no way you could have safely stayed in that room and they shouldn't have allowed you to try.The fact that the manager hasn't got in touch leads me to believe they're not bothered (or he/she is a chicken).
Is it a private hotel or part of a chain? If the latter I'd escalate to head office on the above mentioned H&S issues.
If not I'd keep plugging away. Maybe try and ascertain the owner and drop them a line. I'm sure they'd like to be made aware on the fact the hotel staff can't get a door lock replaced immediately. And that the manager doesn't callback disgruntled (repeat) customers.
Good luck!
Is it a private hotel or part of a chain? If the latter I'd escalate to head office on the above mentioned H&S issues.
If not I'd keep plugging away. Maybe try and ascertain the owner and drop them a line. I'm sure they'd like to be made aware on the fact the hotel staff can't get a door lock replaced immediately. And that the manager doesn't callback disgruntled (repeat) customers.
Good luck!
Your 1 night should be refunded IMHO.
The bar bill, IMHO, should stand. But if they wanted to refund that out of good will then great.
I have only ever asked for 1 refund in 100s and 100s of hotels and it was given without question. (1 night in a well known Chester hotel that turned into a disaster).
There was one other bad incident where I complained on check out about several issues and was told "it is what it is" so I said ok, then left them a 1 star review on TA.
They emailed me about 3 or 4 times asking for me to remove the review, to which I simply replied saying they should have sorted it at the time.
In your case as the hotel was full and you did not have a secure room I would say that's on the hotel to refund your room rate. If they don't, I would probably go to my credit card company and let them sort it.
The bar bill, IMHO, should stand. But if they wanted to refund that out of good will then great.
I have only ever asked for 1 refund in 100s and 100s of hotels and it was given without question. (1 night in a well known Chester hotel that turned into a disaster).
There was one other bad incident where I complained on check out about several issues and was told "it is what it is" so I said ok, then left them a 1 star review on TA.
They emailed me about 3 or 4 times asking for me to remove the review, to which I simply replied saying they should have sorted it at the time.
In your case as the hotel was full and you did not have a secure room I would say that's on the hotel to refund your room rate. If they don't, I would probably go to my credit card company and let them sort it.
Cheers for the replies, didn't even think about the fire issue until the guys raised it. That was obviously the best angle of attack.
To get this resolved had to post an honest - but obviously not positive - review on TripAdvisor and escalate to head office. Hotel is part of a small chain. In all fairness I wouldn't expect the bar bill to be refunded. After the refund was actioned at head office level the general manager of the hotel called me yesterday and was quite aggressive saying I shouldn't have gone over his head and I should take down the TA review. Told him if he hadn't caused the problem in the first place or had got back to me when he had the chance I wouldn't have needed to go over his head. and the TA review is staying because it's helpful to other potential guests. Mine is not the only TA review specifically criticising the general manager.
Such a shame because it's a lovely hotel - just ruined by the general manager. They won't be getting my business in the future.
To get this resolved had to post an honest - but obviously not positive - review on TripAdvisor and escalate to head office. Hotel is part of a small chain. In all fairness I wouldn't expect the bar bill to be refunded. After the refund was actioned at head office level the general manager of the hotel called me yesterday and was quite aggressive saying I shouldn't have gone over his head and I should take down the TA review. Told him if he hadn't caused the problem in the first place or had got back to me when he had the chance I wouldn't have needed to go over his head. and the TA review is staying because it's helpful to other potential guests. Mine is not the only TA review specifically criticising the general manager.
Such a shame because it's a lovely hotel - just ruined by the general manager. They won't be getting my business in the future.
jonsp said:
After the refund was actioned at head office level the general manager of the hotel called me yesterday and was quite aggressive saying I shouldn't have gone over his head and I should take down the TA review.
UnbelievableI'd be back on to head office complaining again that someone has the audacity to be hostile about an honest review and trying to get it taken down.
Perhaps it could have been avoided if he'd called you back in the first place the following morning, but he didn't. Everything subsequent is on him.
jonsp said:
Cheers for the replies, didn't even think about the fire issue until the guys raised it. That was obviously the best angle of attack.
To get this resolved had to post an honest - but obviously not positive - review on TripAdvisor and escalate to head office. Hotel is part of a small chain. In all fairness I wouldn't expect the bar bill to be refunded. After the refund was actioned at head office level the general manager of the hotel called me yesterday and was quite aggressive saying I shouldn't have gone over his head and I should take down the TA review. Told him if he hadn't caused the problem in the first place or had got back to me when he had the chance I wouldn't have needed to go over his head. and the TA review is staying because it's helpful to other potential guests. Mine is not the only TA review specifically criticising the general manager.
Such a shame because it's a lovely hotel - just ruined by the general manager. They won't be getting my business in the future.
If I were you, I'd definitely be going back to head office and letting them know of the general manager's response, and maybe suggest that they have a look at the reviews showing that person is potentially losing them business...To get this resolved had to post an honest - but obviously not positive - review on TripAdvisor and escalate to head office. Hotel is part of a small chain. In all fairness I wouldn't expect the bar bill to be refunded. After the refund was actioned at head office level the general manager of the hotel called me yesterday and was quite aggressive saying I shouldn't have gone over his head and I should take down the TA review. Told him if he hadn't caused the problem in the first place or had got back to me when he had the chance I wouldn't have needed to go over his head. and the TA review is staying because it's helpful to other potential guests. Mine is not the only TA review specifically criticising the general manager.
Such a shame because it's a lovely hotel - just ruined by the general manager. They won't be getting my business in the future.
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